Credit Union Member Solutions Specialist (Collections)

Responsibilities

• Contact delinquent customers via outbound calls to reduce delinquency and loss
• Listen to member issues and proactively offer solutions to resolve delinquency
• Use effective communication techniques to overcome objections to payments
• Adhere to member contact processes and ensure call objectives are annotated
• Review delinquent accounts for possible legal action and make recommendations to leadership
• Manage negative shares, NSF checks, and initiate repayment plans
• Process letters regarding delinquent loans, credit cards, and negative checking accounts
• Answer inbound calls regarding negative share accounts and charged-off accounts
• Maintain member and employee confidentiality
• Resolve complaints by determining causes and explaining solutions

Requirements

• High School Diploma or GED required
• 1-3 years of experience in a financial institution, credit union, or bank
• Strong communication and listening skills
• Ability to compute rates, ratios, and percentages
• Proficiency with computer applications and Microsoft Teams
• Ability to work independently and handle difficult or angry individuals
• Ability to work a flexible schedule including occasional overtime and weekends
• Reliable transportation to the Columbus branch

Preferred Qualifications

• Associates degree
• 1-2 years of relevant collections experience
• Knowledge of credit union loan products, services, and policies
• Understanding of legal and regulatory standards

Benefits

• Medical, Dental, and Vision coverage
• Company paid Life Insurance, STD, and LTD
• 401(k) plan with 5% company match
• Flexible Spending Account (Health and Dependent Care)
• Generous time off program
• Educational assistance program

About the Company

Education First Credit Union (EFCU) is a full-service not-for-profit financial institution founded in 1936. Our mission is to enhance our members’ financial position through education, quality service, and value-minded products.